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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. The most suitable functionality to automatically assign cases to an account's dedicated service agent, thereby improving service level quality, is Case Assignment Rules. Here's why:
Ursa Major Solar (UMS) wants to implement Service Cloud Voice. UMS is satisfied with it current telephony provider, which can be used with Voice.
Which Service Cloud Voice telephony model should a consultant recommend?

A) Service Cloud Voice with partner telephony from Amazon Connect
Given that Ursa Major Solar (UMS) is already satisfied with their current
B) Service Cloud Voice with partner telephony Service Cloud Voice with
Amazon Connect
C) telephony provider and it can be used with Service Cloud Voice, the most suitable telephony model is Service Cloud Voice with partner telephony.

2. You need to identify trends and patterns within Contact Center metrics. Which tool offers the most advanced data analysis capabilities?

A) All of the above, depending on the desired level of data exploration, predictive insights, and visual representations.
B) Omni-Channel dashboards providing real-time insights and basic trend visualization.
C) Salesforce Reporting with basic filters and data grouping for analysis.
D) Einstein Analytics with advanced data blending, predictive modeling, and visual storytelling capabilities.

3. Your scenario involves routing calls based on language spoken. Which feature facilitates this?

A) Custom Apex code defining language detection and routing logic.
B) Phone Numbers configured with specific languages and automatic call routing.
C) Integrated Speech-to-Text (STT) and language identification tools for real-time routing.
D) Omni-Channel routing with skill mapping based on agent language proficiency.

4. You need to deploy a new case routing algorithm based on AI. Which deployment process provides the safest and most controlled approach?

A) Production deployment directly to all users simultaneously, with immediate effect.
B) Pilot deployment involving a small user group for testing and feedback before broader rollout.
C) All of the above, depending on the complexity and potential impact of the new algorithm.
D) Full sandbox deployment for comprehensive testing before migrating to production.

5. The customer wants to offer self-service options for simple issues. Which functionality empowers this?

A) Knowledge Base
B) Web Service API
C) Einstein Bots
D) Process Builder

Solutions: